> ## Knowledge Base Index > Fetch the complete knowledge base index at: https://cfs.crisp.help/sitemap.xml > Use this file to discover available pages before exploring further. > Pure-Markdown content can be obtained by appending a '.md' suffix to the content URLs listed in the sitemap (without the trailing slash). # Troubleshooting Tips ![](https://storage.crisp.chat/users/helpdesk/website/7e892f1e5e634400/cfslogo-01-for-crisp_43tkab.png) # ${color}[#5185c2](**ShipBoss Help Center : Troubleshooting Tips**) Trouble shooting Guide, Commonly Asked Questions, Technical Questions #### ${color}[#294C75](**Login Issues**) ![](images/icons/grey_arrow_down.png)I can’t login into ShipBoss! * Please follow these login [instructions](/en/article/logging-in-for-the-first-time-1r4hbyh/). * If you’re still having an issue, please contact our support team. ![](images/icons/grey_arrow_down.png)I’m entering my temporary password and it’s tells me the password is invalid. * Make sure you are not hitting **forgot password** but rather entering your email by **username** and temporary password by **password**. * If you are still having an issue, please contact our support team. --- #### ${color}[#294C75](**Ship Page Issues**) ![](images/icons/grey_arrow_down.png)I am seeing a blank screen by “New Shipments”. 1. Make sure your default address is set. Once you’ve set and saved it, recheck the [New Shipment](Ship-Page-Overview_430899201.html) page. 2. If your still having an issue, please contact our support team. ![](images/icons/grey_arrow_down.png)I’m not getting rates. * Recheck your addresses * Check that there are no specialty characters in the address. * Make sure your packaging is set to customer packaging * If your still having an issue, please contact our support team. --- #### ${color}[#294C75](**Address Issues**) ![](images/icons/grey_arrow_down.png)The system does not recognize my zip code or address. * Double check your address. * Ensure there are no specialty characters in your address. * Make sure your packaging is set to **Customer Packaging**. * If your still having an issue, please contact our support team. ![](images/icons/grey_arrow_down.png)I’m not seeing the address I just created in my address book * Try refreshing your page. * Log in and log back out. * Clear your cache by hitting F5 * If you’re still having an issue please reach out to our support team. ![](images/icons/grey_arrow_down.png)I tried creating a shipment with an address and it’s not working. * Check to make sure your address has the correct city and zip. * Check that there are no specialty characters in the address. * If it is correct: 1. for UPS domestic shipments or to PR you can check with the [**UPS validator tool**](https://www.ups.com/address_validator/search?loc=en_US). 2. For DHL you can check the city and/or zip on [**DCT**](https://dct.dhl.com/). * Make sure your packaging is set to “**Customer Packaging**”. You may have to first reset your shipment. --- #### ${color}[#294C75](**Pickup Issues**) ![](images/icons/grey_arrow_down.png)The system is not letting me create a pickup * Make sure your pickup window is within the required minimum window required by the carrier as shown on the pickup screen. * Check your address * If you’re doing a Ground pickup, it can only be scheduled for the next day. * In general, make sure pickup date is on an active business day (not a legal holiday, etc.). * If you still need help, please contact our customer support team. * If you receive an error, try adjusting your pickup window to 4 hours instead of three. If problems still persist, please contact your customer service representative. ![](images/icons/grey_arrow_down.png)I don’t see a confirmation # for the pickup I just created. * Refresh your screen * Log out and log back in. * Clear your cache by hitting F5 * If that does not help, contact our support team ![](images/icons/grey_arrow_down.png)I am receiving an “ESB BOOK exception” error while trying to schedule pickup. * Make sure you remove any specialty characters in your address and try again. * If your still having an issue, please contact our support team. --- #### ${color}[#294C75](**Label Issues**) ![](images/icons/grey_arrow_down.png)I’m not able to see the label I just printed. * Make sure you [allow popups](https://corporatefreight.atlassian.net/wiki/spaces/SHT/pages/433029121/Printing+your+Shipment+Labels#Confirming-and-Printing-your-Labels) in your browser. * Refresh your page. * Log out and back into your browser. * If your still having an issue, please contact our support team. ![](images/icons/grey_arrow_down.png)I’m having trouble printing my label. * If you are printing a 4X6 label sheet, you will need to make sure you the correct type of printer. * If you’re using a 4X6 label printer, you will need to make sure you are selecting 4X6 for the label type. --- #### ${color}[#294C75](**Error Messages**) ![](images/icons/grey_arrow_down.png) I’m getting “Rates Unavailable”. * Double check your “To” and “From” address. * Please note: you will still be able to select that service and will be billed according to you’re a discounted rate. ![](images/icons/grey_arrow_down.png) I’m getting “Server Error”. * Please refresh your page by hitting F5 on your keyboard or the refresh button in the top of your browser. * If your still having an issue, please contact our support team. ![](images/icons/grey_arrow_down.png) I’m getting an error “Electronic Trade Documents are not available for domestic shipments”. * The carrier requires an automated export system [EEI #](https://corporatefreight.atlassian.net/wiki/spaces/SHT/pages/443580417/International+Shipping+and+Customs+Info#What-is-EEI?). * If your shipment is under $2,500 you can add an [AES exemption](https://corporatefreight.atlassian.net/wiki/spaces/SHT/pages/443580417/International+Shipping+and+Customs+Info#Is-EEI-ever-not-required?). Please see our [resources page](https://corporatefreight.atlassian.net/wiki/spaces/SHT/pages/443580417/International+Shipping+and+Customs+Info#International-Shipping-FAQ%E2%80%99s) for more info. ![](images/icons/grey_arrow_down.png) I am receiving an “ESB BOOK exception” error while trying to schedule pickup. * Make sure you remove any specialty characters in your address and try again. * If your still having an issue, please contact our support team. [![](attachments/450297857/450363393.png?width=108)](https://corporatefreight.atlassian.net/wiki/spaces/SHT)